Assignment and matching rules in HR

The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents.

Create one or more matching rules that establish specific conditions that a case must meet before it can be routed to an agent. Then use an assignment rule to route those cases to agents based on product knowledge and availability. You can also invoke the MatchingRuleProcessor API to execute the matching rules and return a list of users (sys_ids).

Refer to Use rules to route and assign customer service cases for more information on matching and assignment rules.

Assignment rules are applied only when an HR case is submitted and either no template was selected or the selected template does not assign the Assignment group. In either of these cases, a predefined assignment rule assigns HR cases to the HR group.

If you have more than one HR department, you can remove the HR group assignment from the HR template and use assignment rules to assign the HR group. For example, if you have HR departments in both the U.S. and German offices, you can create an HR group for each office. You set up assignment rules to assign the HR group based on the location of the employee who submitted the HR case.

If your organization is using HR skills to qualify HR case assignments, ensure that the assigned user or group members have the required skills. To determine whether skills are being used and assigned, check the following configuration options.
  • HR Administration > HR Services > HR Templates: Look at the template that corresponds to the assignment rule to see what skills, if any, are required.
  • HR Administration > Manage Roles > Manage HR Skills: Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save.

Create or modify an HR assignment rule

Assignment rules are used to assign the HR group when it is not assigned from the catalog item template. You can create HR assignment rules as needed.

Before you begin

Role required: sn_hr_core.admin

Procedure

  1. Navigate to HR Administration > Assignment Rules > HR Assignment Rules.
  2. Click New.
  3. Complete the form.
    Table 1. Assignment Rules form
    Field Description
    Name Descriptive name for the HR assignment rule.
    Execution Order Order in which the rule processes. Rules with lower-order numbers are processed first. If a rule is applied, the rules with a higher-order number are not processed.

    For example, an assignment rule with order 100 states to assign the case to a group with the specified skill.

    Assignment rule with order 200 states to assign the case to the group HR.

    If a group has the specified skill, then it is assigned. If not, then the second rule runs and assigns it to HR.

    Application Indicates core application scope the assignment rule applies to.
    Active Check box that specifies the rule is in use.
    Applies To
    Table Table with the records that the assignment rule applies to. Default is the HR Task [hr_task] table.
    Conditions Conditions in which the assignment rule applies.
    Assign To
    Applies To User to assign to the case when this rule is applied.
    Assign To Group to assign to the case when this rule is applied.
    Script
    Script Script to define advanced assignment rule functionality. Current.variable_pool set of variables is available.
    Note: Two example scripts are provided as a comment. You can modify either script or use the information as a starting point for your own script. Remove the examples when you are finished.
  4. Click Update.

What to do next

After creating the assignment rule, you can test it to verify that it works.

Test an assignment rule

You can test a new assignment rule to verify that it works as intended.

Before you begin

Role required: admin or hr_admin

Procedure

  1. Create a new HR case.
  2. Fill in the fields with data that matches the assignment rule conditions.
  3. Submit the HR case.
  4. Reopen the case and check that the correct assignment information was added.

What to do next

If the correct assignment information was not added, check to see whether you are using HR skills and if the user has the required skills.
  • HR Administration > HR Services > HR Templates: Look at the template that corresponds to the assignment rule to see what skills, if any, are required.
  • HR Administration > Manage Roles > Manage HR Skills: Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save.
After verifying that the necessary skills are assigned to the correct users, test the assignment rule again.

Create or modify a matching rule

You can add or modify a matching rule to assign HR cases to specific users or groups.

Before you begin

Role required: sn_hr_core.admin

Procedure

  1. Navigate to HR Administration > Assignment Rules > HR Matching Rules.
  2. Complete or edit the form.
    Table 2. Assignment Rules form
    Field Description
    Name Descriptive name for the HR matching rule.
    Execution Order Order in which the rule processes. Rules with lower-order numbers are processed first. If a rule is applied, the rules with a higher-order number are not processed.

    For example, a matching rule with order 100 states to assign the case to an agent with the specified skill.

    Matching rule with order 200 states to assign the case to the group HR.

    If a group has the specified skill, then it is assigned. If not, then the second rule runs and assigns it to HR.

    Application Indicates core application scope the assignment rule applies to.
    Active Check box that specifies the rule is in use.
    Applies To
    Table Table with the records that the assignment rule applies to. Default is the HR Task [hr_task] table.
    Conditions Conditions in which the assignment rule applies.
    Assign To
    Applies To User to assign to the case when this rule is applied.
    Assign To Group to assign to the case when this rule is applied.
    Script
    Script Script to define advanced assignment rule functionality. Current.variable_pool set of variables is available.
    Note: Two example scripts are provided as a comment. You can modify either script or use the information as a starting point for your own script. Remove the examples when you are finished.
  3. Submit the HR case.
  4. Reopen the case and check that the correct assignment information was added.